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Frequently Asked Questions (FAQ) about We Deliver.

About We Deliver.

We Deliver is a Volkswagen service with which you can easily have services provided in and for your vehicle by our We Deliver partners. This includes, for example, the cleaning of your vehicle or the dry cleaning of clothes.

With We Deliver you can give selected We Deliver partners access to your vehicle. The partners can then provide their services to your vehicle without you having to be there yourself.

You can use the We Deliver web app under the following Internet link: deliver.volkswagen-we.com.

With We Deliver you can give We Deliver partners access to your vehicle. Having to wait at home for services or on site for your vehicle to be cleaned is thus a thing of the past!

To take advantage of We Deliver, simply log in to the We Deliver web app, link your vehicle and activate your favourite We Deliver partners. And off you go. Once you have ordered a service from a We Deliver partner, We Deliver will ensure that the partner can find your vehicle and can open and close it using a single-use digital key.

With We Deliver, some things just do themselves. We Deliver offers you the option of using our partners’ attractive services without you having to be there yourself. The central point for the delivery and execution of your services is your vehicle. This will make you even more flexible and you can have services delivered even when you are out and about!

To use We Deliver, you need a vehicle which is compatible with We Deliver and an active licence for the Volkswagen Car-Net Security & Service + or We Connect + service package. You will find more information about Car-Net and We Connect at: https://www.volkswagen-carnet.com.

We Deliver will do the rest, together with you - register with your Volkswagen ID in the We Deliver web app (coming soon), link your vehicle and activate your favourite partners. And you're all set!

Please note that you must be the primary user for your vehicle which is linked to We Deliver.

The primary user is the holder of the contract for the Volkswagen Car-Net or We Connect service package who thus has full access to all Car-Net or We Connect functions.

The primary user can add secondary users to their service package and can also remove them. Secondary users do not have access to the details of the contract and cannot access all the functions of the service package.

We Deliver is only available for Volkswagen passenger cars with a delivery date of 2019 or later. To use We Deliver, you need a vehicle with an active licence for the Volkswagen Car-Net Security & Service + or We Connect + service package.

We Deliver is currently available with certain We Deliver partners in selected German cities. The availability of We Deliver depends on the cities and countries in which our partners offer their services. Other partners, cities and countries will follow. You can see at any time which We Deliver partners you can use and in which cities at https://www.volkswagen-we.com/de/deliver.html or under "Services" in the We Deliver web app at deliver.volkswagen-we.com.

You will find the current overview of our partners on the We Deliver website at https://www.volkswagen-we.com/de/deliver.html or under "Services" in the We Deliver web app at deliver.volkswagen-we.com. Other partners will follow.

Registering with We Deliver and activating partners in the We Deliver web app is free of charge. Depending on the We Deliver partner concerned, costs may be incurred for the use of their services.

We Deliver requires an active licence for the Volkswagen Car-Net Security & Service + or We Connect + service package. You will find more information on this subject here: https://www.volkswagen-carnet.com.

So that you can enjoy the benefits of We Deliver, it is available for you at any time. To keep We Deliver interesting for you, we are making improvements to our service. Improvements that may affect the availability of We Deliver will be made outside of peak hours as far as possible so that you can plan your services accordingly.

When your service can be delivered depends on the times at which our We Deliver partners offer their services.

When using We Deliver, you must observe the following points to ensure that the service you have ordered can also be delivered:

  • Your vehicle must be at the agreed delivery address at the time of delivery.
  • Your vehicle must be freely accessible.
  • Its vehicle registration number must be visible.
  • You must keep enough space in and around the vehicle for your service to be provided.

In addition to these points, there are other requirements that you must meet. For a complete overview of the requirements you must meet for delivery, see "What requirements must be met for successful delivery?”

Please also ensure that you do not leave any valuables in your vehicle during the delivery period.

You can view the Terms of Use and Privacy Policy for We Deliver at any time in the web app in the “More” menu under “Legal information”.

If you have further questions on We Deliver, you can consult the We Deliver Customer Interaction Centre at any time by phone or email. You can reach the Customer Interaction Centre with an email to wedeliver-support@volkswagen.de. If you would prefer to contact the Customer Interaction Centre by phone, you can do this on 0800 40 888 00. If your provider does not support this number or you are outside of Germany, you can use the following number: +49 5363 - 9 22 33 00. Calling this number may incur charges which depend on your telephone service provider.

Placing an order.

To place an order through We Deliver you need to activate the partner you want to place an order with and you must have a vehicle which is linked to We Deliver.

You can order the service from the partner concerned. You can either visit the We Deliver partner’s website directly or go to the We Deliver web app. There you will find a link to the partner's website under "Services" in the detailed view of the We Deliver partner.

If you would like to cancel your order, please contact the We Deliver partner concerned.

Liability.

Your vehicle was damaged during the delivery? We’re sorry to hear that.

Please contact the respective We Deliver partner with your concern. The best way to find the contact information of each We Deliver partner is to visit their website.

Items have been stolen from your vehicle? We’re sorry to hear that.

Please contact the respective We Deliver partner with your concern. The best way to find the contact information of each We Deliver partner is to visit their website.

We would ask you not to leave any valuables in your vehicle during a delivery.

Whether employees of a We Deliver partner can be personally identified in the event of a claim depends on the partner in question. Please contact the respective We Deliver partner with your concern.

The delivery.

Here you will find our tips for the successful delivery of your service:

  • You need an active Volkswagen ID / an active We Deliver user account.
    (Which you already have if you use We Deliver. Just don't delete the account before delivery.)
  • Your vehicle must be linked to We Deliver.
    (You had already linked a vehicle to We Deliver when you placed your order. Make sure that it is still stored in your We Deliver account during the delivery.)
  • Your vehicle must be within the distance to the delivery address which you agreed with the We Deliver partner.
  • Make sure that your vehicle can be reached online.
    (We Deliver only works if your vehicle can be reached online. An unfavourable location of your vehicle may prevent delivery (e.g. tunnels, underpasses, locations with low network coverage). Also make sure that the service in the infotainment system has not been deactivated and that the vehicle is not offline (in privacy mode/flight mode).
  • Make sure that you have not manually blocked access to your vehicle in the We Deliver web app.
  • You must be the primary user for the vehicle.
  • The We Deliver partner concerned must have been activated.
    (To be able to place an order with a We Deliver partner you must have activated it. Do not deactivate it before your delivery.)
  • Your vehicle must be freely accessible.
    (Do not park on private premises such as in an underground car park and make sure that We Deliver partner has enough space to deliver your service.)
  • Your vehicle’s registration number must be visible.
  • You must keep enough space in and around the vehicle for your service to be provided.

You have not received the service which you ordered from We Deliver? We’re sorry to hear that!

For the We Deliver partner to be able to deliver your service, you must meet a few requirements. If you do not meet all the requirements, the We Deliver partner will not be able to deliver your service. For an overview of the requirements see "What requirements must be met for successful delivery?”.

If you meet all of the requirements and still have not received your service, please contact the We Deliver partner concerned. They can help you most quickly.

The We Deliver partner will locate your vehicle using its GPS position. The We Deliver partner can only retrieve your vehicle’s GPS position twice when a delivery is due.

For We Deliver to transmit your vehicle’s location (last parking position) to the We Deliver partner, the privacy settings in your vehicle must be set so that "Share my position" is enabled. You will find more information in the FAQs (frequently asked questions) for Car-Net or We Connect at https://www.volkswagen-carnet.com. The data processing by the partner is subject to their Privacy Policy or data protection declaration.

The We Deliver partner will recognise your vehicle by its model and colour. Some We Deliver partners will also ask you during the activation process for other features of your vehicle such as its registration number.

No, We Deliver and the We Deliver partner cannot retrieve your vehicle’s position at any time. The We Deliver partner can only retrieve your vehicle’s GPS position a maximum of two times and only on the day that the service is delivered.

For your service to be delivered, it is important that your vehicle is at the delivery address agreed between you and We Deliver.

Please also make sure that your vehicle is freely accessible to the We Deliver partner. The We Deliver partner cannot deliver your service if your vehicle is on private property such as an underground car park.

The distance within which you can park your vehicle depends on the We Deliver partner. You can find the delivery address and the permissible distance from that in the We Deliver web app under the details of your order.

Your vehicle must be at the agreed delivery address for your service to be delivered.

Whether you can subsequently change your vehicle's location depends on the We Deliver partner concerned. This also includes the time at which you must inform the We Deliver partner of the change in the location of your vehicle at the latest. Please contact the respective We Deliver partner with your concern. They can help you with this most quickly.

Your vehicle must be at the specified delivery address during the delivery period. You can check the delivery period at any time in the We Deliver web app under "Deliveries".

The number of attempts to deliver your service depends on the We Deliver partner concerned. Please contact the respective We Deliver partner with your concern. They can help you with this most quickly.

Whether you will be reminded of the upcoming delivery of your service by the We Deliver partner depends on the partner. Please contact the respective We Deliver partner with your concern. They can help you with this most quickly.

However, We Deliver and the We Deliver partner will always send you confirmation of your order by email.

We Deliver partners open your vehicle with a digital key provided by We Deliver.

This digital key is created individually for you, the We Deliver partner, your order and the delivery period. This means that the digital key only applies to you and your vehicle, the We Deliver partner and only within the agreed delivery period. Also, the We Deliver partner can only use the digital key once.

The We Deliver partner can only open your vehicle once within the agreed delivery period.

Your vehicle will remain open for the We Deliver partner as long as they need to deliver your service.

After successfully providing the service, the partner will lock your vehicle again.

If you order a service through We Deliver, your entire vehicle will be opened when the service is delivered.

However, your vehicle cannot be moved due to its immobiliser, so you don’t have to worry about it.

We Deliver has reached agreements with the We Deliver partner on how flexibly they may use the space in your vehicle. We Deliver partners are not allowed to move any items in your vehicle to make room for your service.

For this reason, please make sure that you have enough space in your vehicle for your service. If you do not have enough space in your vehicle, your service may not be delivered.

What happens if your service could not be delivered depends on the terms of use of the We Deliver partner. For example, the We Deliver partner may choose to make further delivery attempts or may cancel your service if delivery fails.

Whether the address for the collection and delivery of your service must be the same depends on the terms of use of the partner concerned.

Of course you can move your vehicle before the service delivery period agreed between you and the We Deliver partner. During the agreed period for the delivery of the service you should not move your vehicle in order not to prevent the delivery of the service.

Please note that We Deliver partner may require your vehicle to be at the agreed delivery address prior to the agreed delivery period. Should this be the case, the We Deliver partner will inform you accordingly.

Partner.

Only when you register with We Deliver partner can the partner know that they can provide you with We Deliver services in your vehicle in the future. The We Deliver partner naturally needs some information so that they know to whom and in which vehicle they have to deliver their services.

And to ensure that only We Deliver partners can deliver services to your vehicle that you would like, you need to register with We Deliver partners.

Thank you for your interest in working with We Deliver. Please go to the website for We Deliver at https://www.volkswagen-we.com/de/Deliver.html. Under "We are looking for partners2 there is a contact form, addressed to deliver@volkswagen.de ready for you. The We Deliver team appreciates your interest and will get back to you as soon as possible!

Security.

We Deliver partners get access to your vehicle with a digital key.

The digital key can only be used once, only works for the We Deliver partner who will deliver your service and only within the agreed delivery period.

And best of all, with partner activation, you decide for yourself which We Deliver partner will receive the single-use digital key to your vehicle. If you change your mind, you can of course deactivate a We Deliver partner at any time so that they can no longer deliver services to you.

Of course, the We Deliver partner will lock your vehicle so that you are satisfied with them and so that the security of your vehicle is guaranteed at all times.

The contracts between We Deliver and We Deliver partners also stipulate that the We Deliver partner must lock your vehicle with the digital key and manually check whether the digital key has really locked your vehicle. If your vehicle cannot be successfully locked by the We Deliver partner, the We Deliver partner is obliged to inform We Deliver immediately so that We Deliver can contact you and order the locking process to be repeated.

If you have forgotten valuables in your vehicle, we would ask you to return to your vehicle and remove them.

If you have forgotten valuables in your vehicle and are unable to retrieve them from your vehicle, you can block access to your vehicle for the We Deliver partner in the We Deliver web app under "Vehicle".

Please note that if your vehicle is blocked, your services cannot be delivered.

We Deliver has high requirements on security, reliability and customer friendliness when selecting partners. This is why we only work together with selected partners. We also ensure that We Deliver's security is guaranteed at all times when we deliver your service by entering into contractual agreements with We Deliver partners on issues such as security and how the vehicle is treated.

Registration / My user account.

The Volkswagen ID is your personal way in to Volkswagen’s digital world. It allows you to easily register for Volkswagen services such as We Connect Go, We Park and many more. The Volkswagen ID contains your personal details (phone numbers, addresses etc.) and your account settings, as well as for instance the apps which are associated with your Volkswagen ID.

You can manage your Volkswagen ID in the Volkswagen ID portal at https://vwid.vwgroup.io/landing-page. Alternatively you can call up the page to manage your profile for the Volkswagen service concerned.

You can manage your profile data in the Volkswagen ID portal at https://vwid.vwgroup.io/landing-page. Alternatively you can call up the page to manage your profile for the Volkswagen service concerned.

You can change your access details (email address and password) in the Volkswagen ID portal at https://vwid.vwgroup.io/landing-page or in the application’s profile management page. Please note that in this case the access details for all applications linked with your Volkswagen ID will change.

If you have forgotten your password, you can either go to the Volkswagen ID portal at https://vwid.vwgroup.io/landing-page or click on "Forgot password" on the application’s login page. Then you can enter your email address and click on the link in the email that will be sent to you. You will then be redirected to a page where you can specify a new password.

Please don't forget - your password applies for all services linked to your Volkswagen ID. This means that it will change for all applications when you specify a new password!

If your account has not yet been activated, you may still need to confirm the activation link sent to you by email. If the link has already expired, your details will have been deleted for security reasons and we will have to ask you to register again. If you did not receive the email, please check whether it ended up in your spam folder for unwanted messages. If you have not received an email, please register again.

If you enter your password incorrectly three times in a row, access to your user account will automatically be blocked for a short period of time for security reasons. The more often you enter your password incorrectly, the longer your account will be blocked. Once the block expires you can log in again with your password.

You can delete your Volkswagen ID user account at any time. In the Volkswagen ID portal at https://vwid.vwgroup.io/landing-page you will find an option to delete your details and your entire user account. Please note, however, that your details will be deleted from all services associated with your Volkswagen ID user account after it is deleted.

If you no longer wish to use a particular service associated with your Volkswagen ID and wish to unsubscribe, you can do so at any time via the ID Portal at https://vwid.vwgroup.io/landing-page.

The protection of your privacy when using our websites is particularly important to us. That is why we inform you thoroughly about the collection of anonymous and personal data in our privacy policy. Without your consent, the personal data collected on the Volkswagen AG websites will only be used to process contracts and your inquiries. In addition, your details will only be used for advertising and market research purposes or to design Volkswagen AG’s electronic services in line with requirements if you have given your prior consent to this.

You can see at any time which information about you is stored for the services associated with your Volkswagen ID in the profile portal at https://vwid.vwgroup.io/landing-page. The option to create an archive can be found in the "Privacy” menu.

Currently, you may only link one vehicle per user account with We Deliver.

If you would like to link a new vehicle with We Deliver, you must first remove your old vehicle. This means that all previously valid partner activations will also disappear. Please make sure that you do not remove your vehicle from We Deliver until all deliveries have been completed. A We Deliver partner can only deliver your service if your vehicle is linked with We Deliver and that partner is activated.